The IIC Blog

managing expectations

Four steps to success
We like to ask our clients what they do to ensure quality service for all their customers. Here's one client's recipe for success.
Encourage staff to take responsibility
From start to finish, you want your customers to feel valued. So if a problem ar...

Like many people I went to a pantomime during the Christmas break. As at every pantomime, it started with the Dame walking on stage and bantering with the audience. Being typically British, we were all a bit reticent about answering back. It took three attempts but eventuall...